CHAA REVIEW PRACTICE STUDY
GUIDE EXAM.
Under Title III of the Americans with Disabilities Act, hospitals are required to:
A: Provide information as to where restrooms are located.
B: Provide patients and families all documentation for the admission.
C: Provide resources to eliminate barriers in communication.
D: Ensure all patients are accommodated for admission. - CORRECT ANSWER C: Provide resources to
eliminate barriers in communication.
What is NOT important when initiating a patient satisfaction survey?
A: What data measurements are required.
B: What data measures are important to day-to-day management.
C: What data measures are important to the organization's decision-making process.
D: What data measures are needed to care for the patient. - CORRECT ANSWER D: What data measures
are needed to care for the patient.
Which is NOT a purpose of any quality improvement program?
A. Collect data
B. Analyze data
C. Blame someone for the mistake
D. Evaluate actions - CORRECT ANSWER C: Blame someone for the mistake.
Which of the following is not a patient satisfaction survey:
A. CMS survey
B. JD Power
,C. Press Ganey
D. Post-service telephone call to patient - CORRECT ANSWER A: CMS survey
Communication is:
A. Providing a newspaper to the patient or family
B. Exchanging information with the patient
C. Sharing the telephone with the patient
D. Giving a patient a prescription - CORRECT ANSWER B: Exchanging information with the patient.
Which is not a KPI in Patient Access?
A. Accuracy rate
B. CLABSI rate
C. Patient satisfaction score
D. Pre-registration rate - CORRECT ANSWER B: CLABSI rate
HEAT stands for:
A. Help the patient, explain the situation, apologize, thank the patient
B. Hear the patient out, explain the situation, apologize, take responsibility for actions
C. Hear them out, empathize with the customer, apologize, take responsibility for actions
D. Hear them out, empathize with the customer, amend the situation, thank the patient - CORRECT
ANSWER C: Hear them out, empathize with the customer, apologize, take responsibility for actions.
All of the following are ways we communicate, except:
A. Body language
B. Eating
C. Talking
D. Facial expressions - CORRECT ANSWER B: Eating
What are the three steps to communication?
, A. Decipher, transmission, receiving
B. Encoding, transmission, sharing
C. Encoding, transmission, decoding
D. Decipher, receiving, transmitting - CORRECT ANSWER C: Encoding, Transmission, decoding
Compassion and respect can be demonstrated in all of the following ways, except:
A. Smiling
B. Making eye contact
C. Calling the patient "Dear"
D. Greeting the patient - CORRECT ANSWER C: Calling the patient "DEAR"
What is the CMS rule that states that an inpatient stay must cross two midnights to be paid for under
Medicare Part A?
A. Medicare 72-hour rule
B. Medicare Two-midnight rule
C. Medicare A Inpatient rule - CORRECT ANSWER B: Medicare Two-midnight rule
Which program is responsible for protecting the integrity of the Hospital and Human Services (HHS)
program by detecting and preventing fraud?
A. CMS
B. HITECH
C. OIG - CORRECT ANSWER C: OIG
An effective compliance level has a minimum of how many levels?
A. 10
B. 4
C. 7 - CORRECT ANSWER C:7
All of the following are part of an effective compliance program except:
GUIDE EXAM.
Under Title III of the Americans with Disabilities Act, hospitals are required to:
A: Provide information as to where restrooms are located.
B: Provide patients and families all documentation for the admission.
C: Provide resources to eliminate barriers in communication.
D: Ensure all patients are accommodated for admission. - CORRECT ANSWER C: Provide resources to
eliminate barriers in communication.
What is NOT important when initiating a patient satisfaction survey?
A: What data measurements are required.
B: What data measures are important to day-to-day management.
C: What data measures are important to the organization's decision-making process.
D: What data measures are needed to care for the patient. - CORRECT ANSWER D: What data measures
are needed to care for the patient.
Which is NOT a purpose of any quality improvement program?
A. Collect data
B. Analyze data
C. Blame someone for the mistake
D. Evaluate actions - CORRECT ANSWER C: Blame someone for the mistake.
Which of the following is not a patient satisfaction survey:
A. CMS survey
B. JD Power
,C. Press Ganey
D. Post-service telephone call to patient - CORRECT ANSWER A: CMS survey
Communication is:
A. Providing a newspaper to the patient or family
B. Exchanging information with the patient
C. Sharing the telephone with the patient
D. Giving a patient a prescription - CORRECT ANSWER B: Exchanging information with the patient.
Which is not a KPI in Patient Access?
A. Accuracy rate
B. CLABSI rate
C. Patient satisfaction score
D. Pre-registration rate - CORRECT ANSWER B: CLABSI rate
HEAT stands for:
A. Help the patient, explain the situation, apologize, thank the patient
B. Hear the patient out, explain the situation, apologize, take responsibility for actions
C. Hear them out, empathize with the customer, apologize, take responsibility for actions
D. Hear them out, empathize with the customer, amend the situation, thank the patient - CORRECT
ANSWER C: Hear them out, empathize with the customer, apologize, take responsibility for actions.
All of the following are ways we communicate, except:
A. Body language
B. Eating
C. Talking
D. Facial expressions - CORRECT ANSWER B: Eating
What are the three steps to communication?
, A. Decipher, transmission, receiving
B. Encoding, transmission, sharing
C. Encoding, transmission, decoding
D. Decipher, receiving, transmitting - CORRECT ANSWER C: Encoding, Transmission, decoding
Compassion and respect can be demonstrated in all of the following ways, except:
A. Smiling
B. Making eye contact
C. Calling the patient "Dear"
D. Greeting the patient - CORRECT ANSWER C: Calling the patient "DEAR"
What is the CMS rule that states that an inpatient stay must cross two midnights to be paid for under
Medicare Part A?
A. Medicare 72-hour rule
B. Medicare Two-midnight rule
C. Medicare A Inpatient rule - CORRECT ANSWER B: Medicare Two-midnight rule
Which program is responsible for protecting the integrity of the Hospital and Human Services (HHS)
program by detecting and preventing fraud?
A. CMS
B. HITECH
C. OIG - CORRECT ANSWER C: OIG
An effective compliance level has a minimum of how many levels?
A. 10
B. 4
C. 7 - CORRECT ANSWER C:7
All of the following are part of an effective compliance program except:
